I’m an operations and onboarding leader with 10+ years across hospitality, property management, and short-term rentals. At Awning, I built the property onboarding program from scratch, and when RedAwning acquired us in 2024, I rebuilt it to fit the new organization without slowing launches down.
Along the way, we doubled monthly launches from 15 to 30 properties, cut onboarding time from 6 weeks to 2–4, and reduced client refunds by 66% and churn by 60% through better processes, QA, and automation.
I know the STR tech stack well, including Airbnb, Vrbo, and PriceLabs. Before STR, I managed a commercial property portfolio in Denver and started my career at Hyatt in Vail, so I understand the business from the guest side, the owner side, and the operations behind both.
I’m looking for my next role in operations, onboarding, implementation, or customer success with an STR operator or hospitality tech company, either remote or in the Denver area.
- Architected the company's end-to-end onboarding program, designing systems, workflows, and team structures that became the operational foundation for property launches across sales, tech, and client success teams.
- Led full operational continuity through a company acquisition, rebuilding and modernizing the onboarding program to align with new organizational standards while maintaining launch velocity and client satisfaction.
- Spearheaded creative process redesign by engineering onboarding workflows using zero-cost tools, demonstrating resourcefulness and technical flexibility while sustaining quality and scale.
- Doubled monthly property launches from 15 to 30 U.S. properties through strategic operational scaling, process redesign, and automation.
- Reduced onboarding timeline from 6 weeks to 2–4 weeks by streamlining cleaner onboarding, vendor coordination, scheduling, and photography workflows.
- Introduced a cross-functional onboarding restructure that increased perfect launches by 100% and reduced client refunds by 66% within two months.
- Implemented QA measures and post-launch review processes, reducing first-reservation issue tickets from 20 to 3 per month (85% reduction).
- Built property-specific automations for ticket tracking, cutting client communication overhead and reducing churn by 60%.
- Developed team performance through structured training, regular cadenced meetings, and empathetic leadership, scaling toward independent, asynchronous execution organization-wide.
Commercial Property Manager & Business Operations Manager
Google WorkspaceintermediateMicrosoft 365intermediateCanvaintermediateStripeintermediateDocuSignintermediate
Education
University of Central Florida — Rosen College of Hospitality Management
Bachelor of Science
Market Analytics
intermediate
Sales & Business Developmentintermediate
Marketing & Contentintermediate
Real Estate / Acquisitionsintermediate
Legal & Complianceintermediate
Finance & Accountingintermediate
Revenue Managementintermediate
Portfolio Expansionintermediate
Onboarding (Owners)intermediate
Crisis Managementintermediate
Data & Reportingintermediate
Training & Developmentintermediate
OTA Optimizationintermediate
- Directed operations across 11 commercial properties, ensuring alignment between ownership goals and day-to-day operational delivery.
- Automated rent collection through tenant portal, eliminating all paper checks from 220 to 0 and reducing delinquent payments by 40%.
- Built a ticketing system to track tenant issues, improving response times from 24 hours to 2 hours.
- Reduced tenant onboarding time from 4 weeks to 2 weeks by crafting comprehensive onboarding guides and communication templates.
- Managed vendor contracts, capital improvement projects, and budget oversight, optimizing costs while maintaining high tenant satisfaction.
- Prepared monthly financial statements, annual reconciliations, and operating reports, improving financial transparency and planning accuracy.
- Managed lease abstracts, move-ins, move-outs, and work order requests with consistent efficiency and a client-first approach.
Business Operations Manager
- Implemented new billing software and processes, reducing manual billing workload by 80%.
- Assisted in budget development and expense monitoring, achieving measurable reductions in departmental costs.
- Led decision-making in tenant construction build-out design and coordinated all related vendor and contractor supervision.
- Conducted audits and managed financial processes to ensure compliance and identify cost-saving opportunities.
- Organized company and building events, strengthening team cohesion and tenant engagement across locations.
- Optimized administrative filing systems and improved record-keeping accuracy organization-wide.
Social Media Coordinator, Reservations & Front Desk Agent
Hyatt Hotels Corporation · Vail, CO
2016-05 – 2019-10
- Served in a dual front desk and reservations role — managing the full guest journey from pre-arrival booking through on-property experience, handling check-ins, check-outs, and day-to-day guest needs.
- Booked high-revenue stays and upsold room upgrades, contributing to a 3× increase in nightly rates ($100 → $300 per unit) through strategic pricing and personalized service.
- Acted as on-site concierge, curating custom itineraries and local recommendations that elevated the guest experience and drove satisfaction scores.
- Resolved guest complaints with professionalism and urgency, turning difficult situations into positive outcomes and repeat visits.
- Partnered with sales and marketing to optimize pricing, booking, and revenue strategies across multiple Hyatt properties.
- Managed property listings across digital booking channels and designed social media graphics using Canva, maintaining brand consistency and maximizing visibility.